20.500.12556/DKUM-10893 VPLIV KAKOVOSTI STORITEV NA ZADOVOLJSTVO STRANK PRI PRODAJI IN SERVISU AVTOMOBILOV THE IMPACT OF SERVICE QUALITY ON CUSTOMERS SATISFACTION IN CAR SALE AND REPAIR DEPARTMENT Pojav vse večje in močnejše konkurence, porast kupčevih zahtev in pričakovanj ter različni gospodarski padci in vzponi so botrovali k močni spremembi razmer za avtomobilsko industrijo. Med ključnimi dejavniki za uspešno delovanje prodajnih in servisnih hiš so danes: gradnja in vzdrževanje konkurenčne prednosti, izboljševanje ponudbe oz. storitev, predvsem pa poudarjena skrb za kakovost produktov in prizadevanje za zadovoljstvo svojih strank. Analizirali smo podatke dveh spletnih vprašalnikov in prišli do naslednjih ugotovitev: 62 odstotkov anketiranih bi prodajno mesto še priporočilo, le 3 odstotki ga ne bi. Srednja vrednost je pokazala, da so kupci servisnih dejavnosti najbolj zadovoljni s prijaznostjo (4,44), kakovostjo (4,28) in z usposobljenostjo (4,26), manj s hitrostjo, čakalno dobo in z garancijo za opravljeno delo, najmanj pa s ceno dela in ceno samih rezervnih delov. Nekatere smernice za izboljšavo so na področju prodaje so: uvedba sistema za pridobivanje povratne informacije, nekaj dni po nakupu avtomobila ter povečanje strokovnosti z morebitnim dodatnim izobraževanjem prodajalcev. Na strani servisa pa povečanje kakovosti opravljenega dela z morebitnim dodatnim izobraževanjem serviserjev, izboljšanje odnosa serviser – kupec (t. i. soft skill), ter uvedba samoiniciativnega svetovanja serviserjev o stanju vozila ob njegovem prevzetju. The emergence of larger and stronger competition increases in the purchasers' requirements and their expectations, and various economic drops and gradients led to a strong change of circumstances in the automotive industry. Among the key factors of today's sales and service companies’ successes are: building and maintaining their competitive advantage, improving their offer or services, and in particular, highlighted concern for quality of their products and striving for the satisfaction of their customers. We analyzed the data of two online questionnaires and came to the following conclusions: 62 percent of the respondents would recommend the car dealer to others and only 3 percent would not. The mean value showed that the customers of service activities are most satisfied with kindness (4.44), quality (4.28) and the working experiences of service workers (4.26), less with promptitude, waiting time and the guarantee for the work done. The least satisfactory are the cost of working and the price of spare parts. Some guidelines for the improvement for sales department are: the introduction of a feedback system a few days after buying the car and increasing the vendors’ skills with additional vocational training. On the service side, however some of the guidelines are: increasing the quality of work performed with additional training of repair crew, improving relations with the customers (soft skill) and advising on the state of vehicle at the takeover that is on repairman’s own initiative. kakovost storitev zadovoljstvo kupcev pričakovanja kupcev management kakovosti servisna dejavnost quality of service customer satisfaction customer expectations quality management repair maintenance true true false Slovenski jezik Angleški jezik Diplomsko delo 2009-06-12 14:02:22 2009-07-22 11:04:53 2022-04-11 16:39:19 2022-04-17 03:18:14 2009 0 Kranj 0 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 0000-00-00 6490899 URN:SI:UM:DK:NGDNS1DK VS_Sever_Zoran_2009.pdf VS_Sever_Zoran_2009.pdf 1 49F0154232178894036804153B1FC2A2 7a583c8d41e528436ab85f0e49fb4a2fb6d4a2db1f58e51044a4b7b240885c1a f52edd36-7c02-11eb-bb7a-00155d0001ca 20.500.12556/dkum/6d4d2db4-4dc0-40e0-96e3-b464c2e1e99a https://dk.um.si/Dokument.php?lang=slv&id=9272 Fakulteta za organizacijske vede 0 0 0